Customer Success Manager, Commerce Cloud / E-Commerce Space

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Sector: Customer Services, Sales and Business Development, Technology - Role: Manager - Contract Type: Permanent - Hours: Full Time.

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers' business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

These activities will enable you to proactively set the customer up for success through optimisation of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision makers within customer organisations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
• Acting as an advisor to your customers for the adoption of new features of Salesforce's annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after hour or weekend coverage, depending on the customer's need.

• Minimum of 7 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
• 4+ years' experience in management consulting services.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C level.
• Skills for analysing technical concepts and translating them into business terms and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross functional teams to facilitate the resolution or disposition of customer needs or projects.

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Commerce Cloud Consultant).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise level customers.

This role is office flexible, and the expectation is to be in office 3 days per week.

About Us

We're Salesforce, the Customer Company, inspiring the future of business with CRM + AI + Data + Trust + You. Leading with our core values, we help companies across every industry blaze new trails and connect with their customers in a whole new way with our AI CRM. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

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We are a Disability Confident Scheme member

Salesforce is proud to be part of the Disability Confident Scheme, supporting employers in recruiting and retaining talent with disabilities or long term health conditions in the UK. We are committed to providing accommodations that best suits your needs for your interview; applicants can opt in to the scheme using this accommodation form.

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For more on the Office of Accessibility, visit our webpage.

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Awards and Achievements

The Valuable 500: In December 2019 Salesforce joined The Valuable 500, a worldwide call for 500 of the most influential businesses to include disability on their leadership agenda and to end biased attitudes towards disability in business.

ILO Global Business and Disability Network: Salesforce is a member of the ILO Global Business and Disability Network

Disability Equality Index Award UK 2024: The Disability:IN DEI index documents the growing importance of disability data In 2024, Salesforce achieved the top score of 100

Member of Business Disability Forum: Salesforce has been regularly partnering with the UK leading business membership organization in disability inclusion.

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